Interactive telephony trainer and exerciser

ABSTRACT

A telephony trainer and exerciser allows a user of the telephony system to practice and train using the telephony system and its various features. The telephony trainer and exerciser system provides at least one automated responder, and more preferably, a plurality of automated responders that can be called by the user, thereby allowing the user to practice different operating features of the telephony system. Using a recognizer agent, the automated responders are able to distinguish between commands given by the user and similar statements given by another automated responder. The trainer and exerciser system optionally includes a correlator agent to provide an audio and/or written transcript of the practice session. A coaching feature is also optionally provided to assist a user in operating the trainer and exerciser and/or the telephony system.

FIELD OF THE INVENTION

The present invention relates to novel telephony system software, andmore particularly, to software that allows a user of a telephony systemto practice the various features of the telephony system.

BACKGROUND

People desiring to use a telephony system, such as a person wanting tomake a conference call, may undertake to attempt a practice sessionprior to actually making the scheduled call to the formal participants.As for example, an individual at a company may occasionally have a needto conduct a conference call where a number of other parties are to bejoined on the conference call. If never having made such a call before,the person may, out of ignorance, not understand the complexitiesinvolved in making such call until actually attempting the call to theconference call parties. Such an event can result in multiple events ofhanging-up on the call participants and potentially aggravating not onlythe person attempting to set-up the call, but the other participants maygrow impatient or weary of being cut-off.

Accordingly, people desiring to make a proper conference call will ofteneither ask somebody else for assistance, or alternatively, they willattempt to practice setting-up a conference call. Such attempts topractice may, for example, entail using a person's own cell phone as atest phone, and/or asking one or more co-workers or friends to act astest subjects while the person attempting the call operates the phone toconnect the various test subjects. Such attempts are often timeconsuming to numerous individuals, and may still leave the personattempting the call with only the most minimum level of confidence inproperly connecting the parties.

Furthermore, even slightly more sophisticated calling features may becompletely out of the realm of consideration by the person attemptingthe call. For example, telephony system features that allow the abilityto drop and add callers, place a sub-conference call, place a call inwhisper mode, and other such features may be all but useless because theuser has never had the opportunity to properly practice such features.

The prior art includes voice mail systems wherein a caller is directedto a voice mail box and is able to key entries into the phone foroptions, such as listening to the system replay the caller's messagebefore sending the message to the receiving party. In addition, theprior art includes interactive voice response systems, wherein thecaller is prompted to say a word or phrase, and then the system analyzesthe caller's statement and moves forward with providing information tothe caller or prompting the caller for further additional voiceinformation. Such systems are commonly used in the airline industry andallow the caller to check departure and arrival times. However, suchsystems fail to allow a person to interact with the telephony system topractice the various features of the system.

Accordingly, there is a need for a telephony trainer and exercisersystem that allows a person desiring to make a call to practice usingthe telephony system. In addition, there is a need for a telephonytrainer and exerciser system that offers interactive responses from thetest subjects so that the caller can conduct a meaningful practicesession. In addition, there is a need for a telephony trainer andexerciser system that provides a transcript so that the personpracticing the call can understand the nature of the practice sessionfrom the test subject's perspective and assess whether the practice callwas professionally performed. In addition, there is a need for acoaching function that provides instruction to a user of the telephonysystem.

SUMMARY

The present invention comprises a telephony trainer and exerciser thatallows a user of the telephony system to practice and train using thetelephony system and its various features. The telephony trainer andexerciser system provides at least one automated responder, and morepreferably, a plurality of automated responders that can be called bythe user, thereby allowing the user to practice different operatingfeatures of the telephony system. In accordance with embodiments of thepresent invention, the responders are able to distinguish betweencommands given by the user and similar statements given by anotherresponder.

The present invention allows a telephony system customer to practice thevarious features of the telephony system to build skills and/or gainconfidence in using the telephony system. The present invention also hasapplication to allowing a phone company to test the features of thetelephony system without using multiple employees. In addition, thepresent invention can be used to check both domestic and internationalconnectivity, as well as test and/or practice or train telephone companyemployees on the capability of their company's telephony system.

Accordingly, a telephony trainer and exerciser system is provided forallowing a user to practice features of a telephony system using anaccess node, such as any type of phone. Thus, in accordance withembodiments of the present invention, the trainer and exerciser systemcomprises a plurality of automated responders in communication with thetelephony system and available for access by the user using the accessnode. In addition, the trainer and exerciser system comprises arecognizer agent associated with the automated responders fordistinguishing between a user's command and a statement of at least oneof the plurality of automated responders. The plurality of responderswill perform a first function for a first command or token instructionprovided by the user, but at least one of the plurality of responderswill not perform the first function for the same first command or tokeninstruction provided by at least a second of the plurality ofresponders. As used herein, a “token instruction” refers to a commandfrom a user, whether provided by spoken or tactile (such as by a mouse,stylus, touch screen, touch tone pad, and the like) instruction orotherwise. In accordance with embodiments of the present invention, thetrainer and exerciser system may be loaded on one computer or server atone location, or on different servers at different geographic locations.The exerciser and training system may optionally comprise a correlatoragent in communication with the plurality of responders, wherein thecorrelator agent assembles a transcript of a practice session conductedbetween the user and at least one of the plurality of responders. Inaddition, the exerciser and training system may optionally comprise acoaching agent in communication with the access node of the user,wherein the coaching agent provides at least a first instruction to theuser for using the telephony system.

In accordance with embodiments of the present invention, a method of auser practicing a communication is provided, the method comprisingproviding at least first and second computer automated respondersinterconnected to a telephony system. The method further includesengaging the first computer automated responder, engaging the secondcomputer automated responder, and providing a token instruction to atleast one of the first and second computer automated responders. Thefirst and second computer automated responders distinguish between thetoken instruction provided by the user, and the same token instructionprovided by the other of the first and second computer automatedresponders. In addition, the method optionally allows the user to reviewa practice session by reviewing a transcript and/or listening to arecording of the practice session by way of a correlator agentinterconnected to the telephony system, wherein the correlator agentcompiles information provided by the user and the first and secondcomputer automated responders. In addition, the method optionallycomprises a coaching agent that provides instruction to the user on howto operate the telephony system. The coaching feature can includeinstruction on using the trainer and exerciser system. The variousfeatures of the telephony system can be practiced, including suchfeatures as conference calls, whisper calls, private sub-conferencecalls, dropping, adding, muting, transferring, forwarding, answering,and holding.

In accordance with embodiments of the present invention, an alternatemethod of a user practicing a communication is provided, the methodcomprising providing at least first and second computer automatedresponders interconnected to a telephony system, and providing acorrelator agent interconnected to the telephony system, the correlatoragent compiling information provided by the user and the first andsecond computer automated responders. The method further includes theuser engaging the first computer automated responder during a practicesession, and then engaging the second computer automated responderduring the practice session, wherein after the practice session thecorrelator agent provides the compiled information summarizing thepractice session. In accordance with embodiments of the presentinvention, the method may further comprise reviewing the compiledinformation by listening to a recording of the practice session, and/orreviewing the compiled information by reading a transcript of thepractice session. In accordance with embodiments of the presentinvention, the method may also further comprise the user providing atoken instruction to at least one of the first and second computerautomated responders, wherein the first and second computer automatedresponders distinguish between the token instruction provided by theuser, and the same token instruction provided by the other of the firstand second computer automated responders.

Various embodiments of the present invention are set forth in theattached figures and in the detailed description of the invention asprovided herein and as embodied by the claims. It should be understood,however, that this Summary may not contain all of the aspects andembodiments of the present invention, is not meant to be limiting orrestrictive in any manner, and that the invention as disclosed herein isand will be understood by those of ordinary skill in the art toencompass obvious improvements and modifications thereto.

Additional advantages of the present invention will become readilyapparent from the following discussion, particularly when taken togetherwith the accompanying drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 depicts an interactive telephony trainer and exerciser systemaccording to an embodiment of the present invention;

FIG. 2 depicts an alternate interactive telephony trainer and exercisersystem according to an embodiment of the present invention;

FIG. 3A is a block diagram depicting elements associated with, and/orelements that work in conjunction with an interactive telephony trainerand exerciser system in accordance with embodiments of the presentinvention;

FIG. 3B is a block diagram depicting an interactive telephony trainerand exerciser processing system in accordance with embodiments of thepresent invention;

FIGS. 4A-4H are flow diagrams of a sample session with portions of aresponder protocol in accordance with embodiments of the presentinvention;

FIG. 5 is a flow diagram of a session wherein a user interacts with aplurality of responders;

FIG. 6 is a flow diagram of a session in accordance with embodiments ofthe present invention using a correlator;

FIG. 7 is a flow diagram of a session in accordance with embodiments ofthe present invention using a coaching function; and

FIG. 8 is a flow diagram of a session in accordance with embodiments ofthe present invention wherein a whisper feature is practiced.

DETAILED DESCRIPTION OF THE INVENTION

Referring now to FIG. 1, components of an interactive telephony trainerand exerciser system 100 in accordance with embodiments of the presentinvention are illustrated. For the interactive telephony trainer andexerciser system 100 shown in FIG. 1, a softphone 106 is employed on acomputer 104, such that an audio transceiver 108 is used in combinationwith the computer 104, where the audio transceiver 108 includes aspeaker 112 and a microphone 116. The computer 104 may be a generalpurpose computer, as for example, a desktop or laptop personal computer(PC). The PC 104 may be interconnected to a monitor 120 having a displayscreen 124. The system 100 further includes a line 128 thatinterconnects the computer 104 with softphone 106 to a public switchedtelephone network 132. For the illustrated example shown in FIG. 1,software of the telephony trainer and exerciser system 100 may bepresent on a server 136 that is interconnected to the public switchedtelephone network 132 via line 128. The interactive telephony trainerand exerciser system 100 allows a user U to perform training of thefeatures of a telephony system, and to conduct practice exercises on thetelephony system to learn the system and develop confidence in utilizingthe features of the telephony system.

Referring now to FIG. 2, in accordance with embodiments of the presentinvention, an interactive telephony trainer and exerciser system 100′ isillustrated that comprises a telephone 204 having a control panel 208and an audio transceiver 108 including a handset 210, where the handset210 includes a speaker 112 and a microphone 116. For the illustratedembodiment shown in FIG. 2, the telephone 204 is interconnected to aprivate branch exchange 212 that is interconnected to a public switchedtelephone network 132 by a line 128. Software of the telephony exercisersystem 100′ maybe present on a server 136 that is interconnected to theprivate branch exchange 212 via line 216. Here, for the user U to accessa responder of the telephony exerciser, the user U calls a telephonenumber for a computer responder, as described in detail below.

In accordance with embodiments of the present invention, the interactivetelephony trainer and exerciser may be implemented as a co-residentancillary multi-channel application on a voice-mail application server.Accordingly, for companies possessing an existing voice-mail applicationserver, the interactive telephony trainer and exerciser may beimplemented on the existing server.

FIGS. 1 and 2 illustrate two possible telephony system configurationsthat may be employed in conjunction with an interactive telephonytrainer and exerciser that comprises the present invention. However, aswill be appreciated by those skilled in the art, other configurationsare possible and are within the scope of the present invention. As forexample, although the various embodiments shown herein are depicted withan audio transceiver associated with either a softphone 106 or regulartelephone 204, the present invention has application to alternativesystems, such as a system that utilizes only a keyboard to send textmessages, and/or to a system that uses video with no audio component.Such systems would be appropriate for people with hearing impairments,such as a deaf person. Furthermore, as additional examples, and withoutthe intent to limit the scope of the present invention, the telephone204 of FIG. 2 may be a digital phone, analog phone, cell phone,satellite phone, head set, or a speaker phone.

Referring now to FIG. 3A, a block diagram is shown that illustrates apossible inter connectivity of the interactive telephony trainer andexerciser system 100 with interactive telephony trainer and exercisersystem 100′. Here, both systems 100 and 100′ are interconnected to thepublic switched telephone network 132 via lines 128. The public switchedtelephone network 132 services a plurality of softphones 106 ortelephones 204. In addition, a first server 136 a is interconnected tothe public switched telephone network 132 by a line 128, where the firstserver 136 a includes a first telephony trainer and exerciser processingsystem 300 a. Also interconnected to the public switched telephonenetwork 132 is private branch exchange 212 that includes a plurality ofsoftphones 106 or telephones 204 that it services, and further includesits own server or second server 136 b having a second telephony trainerand exerciser processing system 300 b. Thus, as those skilled in the artwill appreciate, a variety of configurations are possible for thetelephony trainer and exercisers, including the use of a plurality ofservers interconnected to a public switched telephone network.

In accordance with embodiments of the present invention, the telephonytrainer and exerciser processing system 300 preferably comprisessoftware that is loaded on to the server 136 that is in communicationwith the user's softphone 106 or telephone 204. Alternatively, althoughnot preferred, the interactive telephony trainer and exerciser system100, 100′ may be implemented in firmware, such as by a logic circuit,e.g., an Application Specific Integrated Circuit or ASIC. Theinteractive telephony trainer and exerciser system 100, 100′ interactswith the user and allows the user to practice the features of thetelephony system.

Referring now to FIG. 3B, the telephony trainer and exerciser processingsystem 300 is depicted in greater detail as a software-controlledsystem, although as noted above, the interactive telephony trainer andexerciser system 100, 100′ may be implemented in firmware, such as by alogic circuit. The telephony trainer and exerciser processing system 300includes memory 304 and processor 305. In addition, the processor 305 ofthe system 300 may communicate with the telephone network using atelephony network interface 310 and line 128. The telephony trainer andexerciser processing system 300 further preferably includes a pluralityof responders, such as responders 312 a-n. In accordance withembodiments of the present invention, the responders 312 a-n include theresponder protocol 316 that may be used for any telephony system, andfurther include a voice recognizer agent 320. The telephony trainer andexerciser processing system 300 further includes input from the user at324 that is recognized by the responders 312 a-n by using the voicerecognizer agent 320. In addition, the system may optionally include acorrelator agent 328, as described below.

Referring now to FIGS. 4A-4H, and in accordance with embodiments of theinvention, a flow diagram of an example of the responder protocol 316with the voice recognizer agent 320 for a responder 312 a-n of thetraining and exerciser system 100, 100′ is depicted in session 400. Ingeneral, the responder 312 a-n is essentially a state drivenapplication. In step 404, the training/exercise session 400 begins. Instep 408, in response to an incoming phone call to the responder, theresponder provides a greeting and also provides a responderidentification. For example, the responder may be named “Responder A,”“Responder Number One,” “Responder Adam,” etc. Responder designationsare likely to be adopted that provide distinction in enunciation andprovide clarity when more than one responder is employed.

In decision diamond 412, the session begins analyzing whether the userhas provided a command. If a command is provided, then in decisiondiamond 432 of FIG. 4B, the session begins identification of the user'scommand using the voice recognizer agent 320. If a command is notdetected, then in step 420 of FIG. 4A, the session provides acapabilities menu to the user. Here, the responder lists the availablecapabilities of the trainer/exerciser practice session 400. For theembodiment depicted in FIGS. 4A-4H, the trainer/exerciser session 400allows the user to command the responder to:

-   -   * enter a standby mode;    -   * repeat the responder's capabilities;    -   * hang-up and then subsequently place a call back to the user;    -   * repeat back statements made by the user; and    -   * provide on-going commentary wherein the responder essentially        continues a dialog. As discussed in more detail below, other        advanced responder capabilities are possible and are within the        scope of the present invention. As for example, embodiments of        the present invention may comprise customized responders that        are made available to users of a specific type of network        telephone system, wherein the users can practice more advanced        features of the telephone system, such as practicing the        system's whisper mode, practicing providing a private        subconference, or practicing a variety of other available        features of a given telephony system. However, trainer/exerciser        session 400 addresses a basic telephone exerciser system that        can be used by any user calling any responder from any type of        phone.

Referring again to FIG. 4A, in decision diamond 424 the responder againmaintains analysis for detecting a command from the user, and moves todecision diamond 432 of FIG. 4B if a command is detected. If a commandfrom the user is still not detected, the session 400 defaults in step428 of FIG. 4A to providing information to the user about the responderrepeating phrases of the user. After step 428, the session 400 movesback to detecting a command from the user at decision diamond 412.Assuming that a command is detected, the session moves to identifyingthe command of the user.

Referring now to FIG. 4B, the session 400 engages the voice recognizeragent 320 at decision diamond 432 and analyzes the command of the user.In decision diamond 432, the session analyzes whether the user provideda command for the responder to enter a standby or break mode, such as bythe user stating “timeout” or “take a break.” Assuming the user statedthe proper command or token instruction of “take a break” as shown indecision diamond 432, then the responder moves to break mode 436 of FIG.4C.

Referring now to FIG. 4C, when placed in break mode in step 436, theresponder provides instructions to the user about the break mode. Afterproviding the break mode instructions, the responder moves to breakmode, as shown in step 440. In decision diamond 444, the responderattempts to detect a command from the user. If no command is detected,then the responder maintains itself in break mode. If a command isdetected in decision diamond 444, then in decision diamond 448, theresponder evaluates whether the command given by the user matches aproper token instruction, such as “responder [x] only” or a request fora roll call by the token instruction “who's on the call.” For thisexample session 400, the responder waits for a proper command from theuser to trigger an action by the responder, and if a proper command isnot given, then the responder maintains itself in break mode, such as byreturning to step 440. Once a proper command is given, then in decisiondiamond 452, the session analyzes whether “who's on the call” was givenas the command, and if so, moves to answering the roll call request ofthe user at step 456 of FIG. 4D.

Referring now to FIG. 4D, in step 456 the responder gives its responderidentification to the user. Thereafter, in decision diamond 464, theresponder again analyzes whether the user has given a command. Once acommand is detected, then the session returns to decision diamond 432 ofFIG. 4B for identification of the user's command. If no command isgiven, the session returns to analyzing whether a command was given bythe user in decision diamond 464 of FIG. 4D.

Returning now to FIG. 4C, if at decision diamond 452 the user has notstated “who's on the call,” the session moves to step 472 of FIG. 4Ebecause the user has, by default, stated “responder [x] only” where [x]is the identity of this responder. Referring now to FIG. 4E, in step 472the responder provides its identification, and then the session returnsto step 420 where the responder provides the user the responder'scapabilities menu, as depicted on FIG. 4A. Of course, this is but onepossible routing of the session after the user requests the responder'sidentification. Accordingly, other alternate routing or process stepsare within the scope of the present invention.

Referring back to FIG. 4B, if the break mode is not invoked in decisiondiamond 432, then in decision diamond 476 the command is checked formatching with the token instruction for moving to the responder'scapabilities menu at step 420 of FIG. 4A. If the token instruction “whatcan you do” is given by the user, then the session moves back to thecapabilities menu at step 420. If this command is not detected, then indecision diamond 480 of FIG. 4B, the command is checked as to whether arequest to hang up and call back the user was made. If, for example, theuser states the required token instruction of “call me back,” then atdecision diamond step 480, the session moves to the call-back mode.

Referring now to FIG. 4F, in step 484 the responder acknowledges thecommand, then hangs up, and then calls back the user. If the user doesnot answer in decision diamond 488, then in step 492, the sessions endswith respect to the current responder. If the user does answer, then theresponder provides greeting information, such as by returning to step408 of FIG. 4A.

Referring again to FIG. 4B, if the call-back feature is not invoked instep 480, then in step 496 the session analyzes whether the user hasgiven the command, such as “repeat phrases,” for the responder to repeatback statements made by the user. If so, then the session moves to step428 of FIG. 4A and provides instructions to the user on repeatingphrases, and it is noted that additional description about therepeat-phrases mode is provided below.

If the repeat phrases mode is not invoked in decision diamond 496 ofFIG. 4B, then at decision diamond 500 the session analyzes whether theuser has given the command for the responder to provide on-goingcommentary, such as by stating the token instruction “keep talking.” Ifthe “keep talking” token instruction is given, then as shown in FIG. 4G,in step 504 the responder provides an on-going commentary or dialog, andthen in decision diamond 508 continues to analyze whether the user hasgiven another command. If another command is given, then the sessionmoves back to the command identification process by returning todecision diamond 432 of FIG. 4B.

Referring again to FIG. 4B, if the command to provide an on-goingcommentary is not detected at decision diamond 500, then at decisiondiamond 512 the session assesses whether it is in the repeat-phrasesmode and if so, moves step 516 of FIG. 4H to repeat the phrases of theuser. Referring now to FIG. 4H, after repeating the phrase of the userin step 516, in step 520 the session again analyzes whether the user hasmade a statement. Once a statement has been made, then the sessionreturns to decision diamond 432 of FIG. 4B for identification of theuser's statement as a command. If at decision diamond 520 of FIG. 4H theuser does not make a statement, the session keeps looping and analyzingwhether a statement is given by the user.

Referring again to FIG. 4B, if the session is not within therepeat-phases mode as checked at decision diamond 512, then the sessiondefaults back to step 420 of FIG. 4A to provide the capabilities menufor the responder. Again, as with many of the steps listed above, thisis but one possible routing of the session. Accordingly, other alternateprocess steps are within the scope of the present invention. Finally, atany step within session 400, the user may end the session by hanging up.

Referring now to FIG. 5, the process of a session 550 is shown wherein aplurality of responders are used. As shown in step 554, the user startsthe session with a first responder, such as Responder A. In step 558,the user works or interacts in the session 550 with the first responderof Responder A, and the user therefore, may move through any variety ofthe possible session options, including those given in session 400 asshown in FIGS. 4A-4H. In addition, in step 562 the user may engage asecond responder, say Responder B, within session 550 by initiating athree-way conference. During the session 550, the user may interact bothwith Responder A and Responder B, thus practicing the features of thetelephony system.

In accordance with embodiments of the present invention, any number ofresponders could be conferenced into a single call scenario; however,the responders should each comprise a unique identity and networkaddress. In accordance with embodiments of the present invention, thevarious responders may also comprise a different voice and/or adifferent pitch that assists the user in listening and differentiatingthe identity of a responder as it speaks. Accordingly, each responder ispreferably a multi-channel voice application with a particular voice,name, and network address. A typical deployment might have a dozen or soresponders listed in the phone book. A large corporation might have adozen per geographic location, and any user may dial any responder.Therefore, a user can practice setting up calls where the responders arelocated in various corporate offices, including outside the country ofthe user. Thus, for example, a user can practice setting up a conferencecall with multiple domestic and international participants.

Referring again to FIG. 5, in step 566, the user engages one or moreadditional responders, shown as an n^(th) responder in step 566. Inaccordance with embodiments of the present invention, using therecognizer agent 320, the responders ignore key words that are given asprompts in the responder announcements, such as instructions on taking abreak, while correctly identifying these same key words, tokeninstructions, or commands when spoken by the user. Here, the detectionprotocol or recognizer agent 320 is using not only matching words, butpotentially timing, pitch, and duration of the sounds to discern whethera machine responder is speaking or whether the user is speaking. In atleast one embodiment, this can be done by training the recognizer agent320 with the announcement and throwing out “perfect-match” utterances,such as provided by Responder N, when heard by Responders A and B. Thus,embodiments of the present invention discriminate between exact-matchrecognition instructions that are to be ignored, and near-matchrecognition commands or token instructions by the user that are to beacted upon. Therefore, a first decision outcome will be undertaken ifthe recognizer agent 320 determines that a fellow responder spoke, and asecond decision outcome will be undertaken if the recognizer agent 320determines that the user spoke. A novel aspect of the present inventioncomprising the trainer/exerciser is that it allows the user to access aplurality of responders 312 a-n during the same practice session,wherein the plurality of responders 312 a-n are all responsive to theuser, but yet are not responsive to each other by talking over a fellowresponder. Alternate embodiments of the present invention may utilizeDual Tone Multi-Frequency or DTMF instead of voice recognition. Whetherthrough voice recognition or an alternate process such as DTMF, the userinteracts with the responders 312 a-n to practice features of thetelephony system, wherein practice efforts may include adding anddropping, call backs, and other basic features, including the featuresdescribed above in session 400. In addition, as noted above, customizedresponders can be provided for allowing training using advanced featuresof particular telephone systems, such as whisper mode andsub-conferencing.

Referring again to FIG. 5, as noted above, in step 566, the user engagesone or more additional responders and practices whatever featuresthrough the trainer/exerciser as the user may decide to try. Finally, atstep 570, the user ends the session 550, such as by hanging up.

Referring now to Table 1 provided below, an example scenario is providedof a session with two responders, namely, Responder A and Responder B.The example scenario includes information related to a separate aspectof the invention directed to providing a transcript of the session usinga correlator feature, as described below. The example scenarioillustrates that the user is able to call first Responder A and secondResponder B, and practice the features of the telephony system,including the conference call feature whereby the user first callsResponder A, then adds Responder B, such as would be done in a real-lifesituation to initiate a three-party conference call. TABLE 1 EXAMPLESCENARIO Responder B User Responder A Key: Key: Key: Responder B voice:USER VOICE: all caps Responder A voice: italics underlined Launch callto Responder A Hear Ringback Analyze incoming call See Displayinformation Hear Greeting Answer Call. Send Transcript- Expected toCorrelator. “Hello, You've reached Responder A.” “My display shows yourcall came from [Displayname] at [Received Address].” “I will interactwith what you say. If you want me to stop, just say ‘Take a Break’. Toget my attention again say ‘Who's on the call.’ Or ‘Responder A only.’”“I can help you exercise many features of your phone such as Hold,Conference, Drop, and Transfer. I can call you back. I can also exerciseadvanced features such as Sub-conference and Whisper.” “You may alwayssay ‘What can you do?’” “I will now repeat your phrases to determine thequality of this connection. Later you will receive by voicemail asummary transcript of this call.” “Remember, to get me to stop say ‘takea break’.” “Try saying ‘Hello’.” “HELLO” “Hello” “HOW ARE YOU” “How areyou” “TAKE A BREAK” “OK, I'll be quiet until I hear ‘Who's on the Call’or ‘Responder A only’.” “GREAT. ARE YOU SURE?” “YOU REALLY AREN'T GOINGTO REPEAT WHAT I SAY?” “OK, NOW I WILL CONFERENCE ON ANOTHER RESPONDER”Conference-button; Dial Responder B; Conference-button; Hear RingbackAnalyze Incoming Call See Display information Hear Greeting Answer Call.Send Transcript- Expected to Correlator. “Hello. You've reachedResponder B.” “My display shows your call came from [Displayname] at[ReceivedAddress].” “I will interact with what yousay. If you want me to stop, just say ‘Take a Break’. To get myattention again say ‘Who's on the call.’ Or ‘Responder B only.’”“I can help you exercise many features of your phone such asHold, Conference, Drop, and Transfer. I can call you back. Ican also exercise advanced features such as Sub-conferenceand Whisper.” “You may always say ‘What can you do?’”“I will now repeat your phrases to determine the quality of thisconnection. Later you will receive by voicemail a summarytranscript of this call.” “Remember, to get me to stopsay ‘take a break’.” “Try saying ‘Hello’.” “WHO'S ON THE CALL”“Responder A is on the call” “Responder B is on the call” “TAKE A BREAK”“OK, I'll be quiet until I hear “OK, I'll be quiet until I hear ‘Who'son the Call’ or ‘Who's on the Call’ or ‘Responder A only’”.‘Responder B only’”. Hangup Transcript is sent to correlator Transcriptis sent to correlator

In accordance with embodiments of the present invention, a randomback-off interval is used in a barge-in situation to keep multipleresponders from talking over each other. This forces the responders totake turns in a conference call situation, such as, for example, whenthe user asks for a “roll call” of the call participants. The examplescenario provided in Table 1 includes the user asking for a roll callafter Responder B has been added. Here, the random back-off interval isused to allow Responder A to first respond, and then allow Responder Bto subsequently respond. In addition, the random back-off interval isalso used when the responders each acknowledge the user's command to“take a break” at the end of the practice session. Once the channel isquiet for the back-off interval, then a responder may talk providingthat the channel stays clear.

As noted above, and in accordance with embodiments of the presentinvention, a correlator agent 328 may be provided as an optional featureto the trainer/exerciser. The correlator agent 328 serves to compare andcompile reports from the responders and match them temporally, and thensummarizes the aggregate functionality with a commentary voice. Thus, atthe end of the session, the correlator feature allows the user to reviewthe practice session and discern information regarding characteristicsof the training/exercising session. In accordance with embodiments ofthe present invention, the correlator provides a document, transcriptand/or recording in some type of media to the user. As for example, thecorrelator may provide an email transmission to the user with atranscript summary that summarizes and combines the experience of theuser with the experience of each of the responders. Alternatively, thecorrelator may provide a voice mail recording of the practice session.In accordance with embodiments of the present invention, transcripts maybe provided as XML files that contain a full audio recording interleavedwith timestamps and announcement markers for the commands or tokeninstructions, and actions of the responders. Accordingly, the correlatorreceives transcripts from all of the responders that were engaged in anygiven session. It determines that there are multiple transcripts for thesession if the responders relate to the same user and overlap in time.In accordance with embodiments of the present invention, a correlationfunction merges all of the recordings into a single transcription streamwhile comparing and measuring the relative strengths of the audiostreams. In addition, it preferably uses an analysis commentary voice tosummarize the resulting transcript. The resulting transcript is thensent to the user.

A possible difficulty for a correlator is the potential absence of aconsistent call identifier at each responder that ties the independentresponder transcriptions with phone transcriptions. A solution to thisproblem is to use the Caller-ID number of the user as the key, and tohave the correlator look for transcriptions from this number thatoverlap in time. If for some reason the user identity cannot bedetermined from the available information, then the trainer/exerciserwith the correlator feature must prompt the user for their callbacknumber, or for a proper location to forward the correlated transcriptsummary. For example, if the email or voice mail network address cannotbe determined from the callback number, then the correlated transcriptsummary may be delivered in a call/answer scenario where the userreceives a call that provides the recorded practice session for the userto listen to and review.

An example of a written transcript of a correlated session is providedin Table 2 below. In the example provided, the left hand column providesa “commentary voice” that identifies generally what occurred during thepractice session. As for example, the commentary voice providesinformation regarding the date and time of the call, as well asinformation pertaining to what was heard by a responder, or that silenceoccurred for a certain period time. The right hand column provides arunning transcript of the discussion held during the practice session.For example, after the commentary voice notes that “Responder A heard. ..,” then the right hand column lists the actual words heard by ResponderA. If this transcript was provided in a voice mail message format asaudio, the commentary voice would actually be audio statements heard bythe user when the user listened to the audio transcript of the sessions.In addition, the listener would be able to hear what was heard by theresponder or responders. For example, the user could listen to how theuser's own voice was actually heard by the responder. In addition, theuser could hear what Responder A heard when the user was conferencing inResponder B. This type of audio playback of the session offers the userthe advantage of actually hearing their own voice, including perhapsawkward pauses, back-ground noise being picked up by a speaker phone,line quality, etc. As a further example, the user can practice the mute,hold, drop, and add features common to all telephony systems with theability to hear how performing such functions was perceived by the oneor more responders. In addition, for embodiments of the presentinvention that are customized for a particular telephone system, theuser could practice more advanced features including sub-conferencing,whisper and other advanced telephony system functions, also with theability to hear the practice session. Accordingly, the user can gainsignificant information and confidence in using the telephony system bybeing able to perform a personal review of their practice session fromthe perspective of the one or more of the responders, wherein theresponder's transcript is provided by the correlator agent to the user.TABLE 2 CORRELATED SESSION Transcript Playback Key: Commentary VoiceUSER VOICE: all caps Key: Responder A voice: in italics CommentaryVoice: normal text Responder B voice: underlined “This transcript beganwith a call to Responder A from [User Displayname] at [Received Address]at [hh:mm:ss] [Day of Week] [Month] [Day Of Month].” “Responder A-onlyheard . . . ” “Hello, You've reached Responder A.” “My display showsyour call came from [User Displayname] at [Received Address]. “I willinteract with what you say. If you want me to stop, just say ‘Take aBreak’. To get my attention again say ‘Who's on the call.’ Or ‘ResponderA-only’” “I can help you exercise many features of your phone such asHold, Conference, Drop, and Transfer. I can call you back. I can alsoexercise advanced features such as Sub-conference and Whisper.” “You mayalways say ‘What can you do?’” “I will now repeat your phrases todetermine the quality of this connection. Later you will receive byvoicemail a summary transcript of this call” “Remember, to get me tostop say ‘take a break’.” “Try saying ‘Hello’” “HELLO” “Hello” “HOW AREYOU” “How are you” “TAKE A BREAK” “Responder A heard the token ‘take abreak’ and then heard . . . “Ok, I'll be quiet until I hear ‘Who's onthe Call’ or ‘Responder A-only’”. “GREAT. ARE YOU SURE?” “YOU REALLYAREN'T GOING TO REPEAT WHAT I SAY?” “OK, NOW I WILL CONFERENCE ONANOTHER RESPONDER.” “Responder A detected silence for 10 seconds.”“Responder B jointed the call. All responders heard . . . ”“Hello, You've reached Responder B.”“My display shows your call came from [User Displayname] at [ReceivedAddress]. “I will interact with what you say. If youwant me to stop, just say ‘Take a Break’.To get my attention again say ‘Who's onthe call.’ Or ‘Responder B-only’”“I can help you exercise many features of your phone such asHold, Conference, Drop, and Transfer. I can call you back. Ican also exercise advanced features suchas Sub-conference and Whisper.” “You may always say ‘What can you do?’”“I will now repeat your phrases todetermine the quality of this connection.Later you will receive by voicemail a summary transcript of this call”“Remember, to get me to stop say ‘take a break’.” “Try saying ‘Hello’”“TAKE A BREAK” “All responders heard the token ‘take a break’ and thenheard . . . ” “Ok, I'll be quiet until I hear ‘Who's onthe Call’ or ‘Responder B-only’”. “WHO'S ON THE CALL” “All respondersheard the token ‘Who's on the call’ then heard . . . ” “Responder-A ison the call” “Responder-B is on the call” “TAKE A BREAK” “All respondersheard the token ‘Take a break’ and then heard . . . ”“Ok, I'll be quiet until I hear ‘Who's onthe Call’ or ‘Responder B-only’”“Ok, I'll be quiet until I hear ‘Who's onthe Call’ or ‘Responder A-only’” “All Responders Detected Hangup”

Referring now to FIG. 6, and in accordance with embodiments of thepresent invention, one possible process by which the correlator agent328 operates is depicted. In step 600, the correlator agent is started,such as by the user providing instruction that a transcript of thesession is desired, or by a default setting where the correlator isalways used to provide a transcript, regardless of whether the userdesires to review it. Responders send indications to the correlator toexpect a summary transcript at the beginning of a session, then send atranscript of the session later when the session ends. The correlatoragent receives transcripts from all responders, holds them in queueuntil it determines that all related transcripts for a call have likelybeen received, then produces a summary transcript. In decision diamond604, an evaluation is conducted as to whether expired transcript recordsexist. In step 608, if expired summary records exist, the records arepurged. In decision diamond 612, the correlator agent evaluates whethera transcript file was received. If it is received, then in step 616 thecorrelator extracts the user or operator identity and start time that isassociated with the transcript received. In decision diamond 620, thefile type is evaluated to determine if it is a summary transcript, orjust an indication to expect a summary transcript later. If a summaryrecord is expected, then in step 624 the correlator agent establishes atime within which to expect a summary record for the operator. Thecorrelator agent then proceeds to continue to loop to receive and expiresummary transcripts for the operator and evaluate whether a summary fileis received for the operator. If a summary transcript is received atdecision diamond 620, then at step 628 the transcript summary is matchedand stored with the expected record. At decision diamond 632, thecorrelator agent assesses whether it is to expect more transcripts. Ifmore are expected, then the correlator agent loops and looks foradditional transcripts. If more are not expected, then at step 636 allof the overlapping transcripts with regard to time and the commonoperator are retrieved. In step 640, the transcripts are correlated andmerged by time and content with commentary narration applied tosummarize the entire call and produce a final correlated transcriptsummary. In accordance with embodiments of the present invention, whenmultiple responders hear the same content, the loudest content isselected for inclusion in the summary transcript. If there is asubstantial difference in the loudness or signal to noise ratio of thecaptured streams, then the commentary voice can also announce theseobservations prior to playing the stream segment. In step 644, thecorrelator renders the final correlated transcript summary into a formsuitable for deliver to the user as a voicemail message. In step 648,the voice mail correlated transcript summary is sent to the user.

In order to provide an effective correlator, the correlator agent 328must be available to all responders, or at least all respondersdesignated for being capable of participating with the correlator. Iftraffic dictates the use of multiple correlators, then the selection ofthe correlator may be determined by the identity of the user. Inaccordance with embodiments of the present invention, a correlator mightbe co-located in the same voice mail system that contains the user'smailbox. In addition, although a responder session is launched by inincoming call to the responder, the summary transcription may persistpast the termination of the incoming call to include any number ofcall-back calls or transfer calls made with the same user identity.

Part of a network includes traversing paths through different switchesand gateways. Preferably, responders will employ digital file transferto send their summary transcripts to the correlator. However, this maynot always be possible. Depending upon the system employed, this meansthat the responders may not be able to depend on anything but an audiopath with the scenario participants, and even this path may betrans-coded and processed. Accordingly, non-announced parts of thetranscription are preferably correlated using DSP techniques, and thecaptured recording is played back in its entirety instead of reducingthe scenario to just announcement identifications and tokeninstructions.

The correlator feature has application to building confidence inrelatively seldom used telephony features, as for example, the whisperfunction. The whisper function is a feature where a first principalperson involved in a call can listen to third party (such as a secretaryor assistant) in the headset without the second principal personinvolved in the call hearing the comments made by the third party. As anexample scenario, the first person would like to get the importantinformation from their assistant without interrupting the call, andwithout the second person hearing the comments of the assistant.Depending upon the subject matter of the call, the ability to properlyoperate such a feature needs to be trusted before either the firstperson or the assistant are going to feel confident in using the whisperfunction. Embodiments of the trainer and exerciser allow this feature tobe practiced by designating a first responder to conduct a whispermessage to the user, while at least a second responder is already on theline. Subsequently, with the correlator feature the user can laterlisten to what the second responder heard as the whisper function wasbeing practiced. Additional discussion of a practice session using thewhisper feature with the trainer and exerciser of the present inventionis provided further below.

In accordance with embodiments of the present invention, a coachingagent may be provided as an optional feature to the trainer/exerciser.The coaching agent would comprise instructions for a particulartelephony system, and thereby serve to assist the user in both learningthe telephony system and/or navigating the trainer/exerciser. Inaccordance with embodiments of the present invention, the coachingfeature may be a user manual, or more preferably, a soft-phone screenwizard or an audio coach built into the telephone or served from acentral server to a specially designed telephone.

Referring again to Table 1, the role of the coach and responder areblended in the exerciser scenario. For example, during the introduction,Responder A explains or coaches the user by stating that the user mayget the responder to stop by saying the instruction token “take abreak.” However, because the responder does not know the intention ofthe user, a minimal amount of coaching is possible, and would typicallybe limited to a few suggested instruction tokens for the user to controlthe responder during the exerciser/training session. In addition,coaching is further limited because the responder does not know whattype of user interface is being used, and the responder cannot promptthe user midway through a transfer, because the responder does not knowwhat the user is doing, and more fundamentally, because the responderhas been functionally set aside and relegated to a waiting mode as theuser attempts the next effort. These difficulties, however, can beaddressed by placing additional coaching functions in the phone, whereinthe coaching can continue even when the user is stalled in the middle ofan operation, such as a transfer, because the user does not know what todo next.

In general, the coaching must be specific to the phone device in use,and not the number that was used to call the responder. However, puttingthe coaching in the phone is generally too complex for the phone.Accordingly, a bi-directional coaching real-time transport protocolstream interface and a third-party call control monitor interface may besupported on the phone, thereby allowing coaching and monitoring of userinput by a network-side server.

Referring now to FIG. 7, a session 700 with coaching is shown. In step708, the user begins the session, such as on a PC having a softphone, byactivating the coaching feature of the trainer/exerciser. This step maycomprise running software on the PC or accessing a web site for tutorialor coaching assistance. In step 712, the coaching function providesinstructions to the user. The coaching function may be interactiveand/or it may be passive. For example, the coaching function may askwhat the user wants to do from a menu of possible options that the usercan choose. Alternatively, the coaching function may just provideinformation on possible alternatives and not request the user to choose.In yet another alternative, the coaching function may providesuggestions. For example, the coaching function may suggest calling afirst responder. In step 716, the user calls a first responder. Inaccordance with embodiments of the present invention, the coaching agentthat is loaded on, for example, a PC, may monitor the activities of theuser and actively step the user through a practice session, and as afurther example, the coaching function may offer suggestions and optionsfor the user. For example, the coaching function may suggest practicingperforming a conference call by suggesting that the user call a secondresponder. In step 720, the user calls at least a second responder. Instep 724, the user can practice various available features of thetelephony system, and the coaching function can assist by offeringsuggestions and instruction to the user. In step 728, the user ends thepractice session by hanging up. In step 732, the coaching function cancontinue to offer information to the user, such as how to obtain atranscript, or where to look for the transcript. In addition, thecoaching function can suggest further practice sessions to learn othertelephony system features. Thus, the coaching function not only operatesduring an active session, but may also provide subsequent assistance tothe user.

In accordance with embodiments of the present invention, the coachingfunction may be enabled during a live call placed by the user. Forexample, if the user is calling from a softphone, the user could obtainstep by step instructions from the coaching function to assist withmaking a conference call. Here, the user would chose the type of callthat the user desires to make, and then the coaching function wouldprovide instruction to the user to do step 1, step 2, etc. In addition,the coaching function could be enabled during the middle of a call tocoach the user to utilize a specific feature of the telephony system,such as how to transfer a call to another employee.

Referring now to FIG. 8, and in accordance with embodiments of thepresent invention, a session 800 using a whisper function is shown. Asdescribed above, the whisper function is a feature where a firstprincipal person involved in a call can listen to third party (such as asecretary or assistant) in the headset without the second principalperson involved in the call hearing the comments made by the thirdparty. The exerciser trainer allows this feature to be practiced bydesignating a first responder to conduct a whisper message to the user,while at least a second responder is already on the line. In step 804,the user initiates the session 800 by calling a first responder. In step808, the user calls at least a second responder. In step 812, therecognizer agent 320 distinguishes the user command or token instructiontoken over the audio of the other responder. More particularly, and asfor example, the first responder is able to discern the differencebetween the second responder providing an introduction to the user andthe user stating a command requiring action by the first responder. Instep 816, the user commands one of either the first or second respondersto make a whisper call to the user. Finally, in step 820, the user endsthe session 800 by hanging up. This example session 800 can then bereviewed by the user if the user obtains a copy of the transcript of thesession 800, as would be prepared if the correlator feature was enabled.With the correlator feature, the user can then listen to what thenon-whispering responder heard as the whisper function was beingpracticed.

The present invention, in various embodiments, includes components,methods, processes, systems and/or apparatus substantially as depictedand described herein, including various embodiments, subcombinations,and subsets thereof. Those of skill in the art will understand how tomake and use the present invention after understanding the presentdisclosure. The present invention, in various embodiments, includesproviding devices and processes in the absence of items not depictedand/or described herein or in various embodiments hereof, including inthe absence of such items as may have been used in previous devices orprocesses, e.g., for improving performance or achieving ease and orreducing cost of implementation.

The foregoing discussion of the invention has been presented forpurposes of illustration and description. The foregoing is not intendedto limit the invention to the form or forms disclosed herein. In theforegoing Detailed Description, for example, various features of theinvention are grouped together in one or more embodiments for thepurpose of streamlining the disclosure. This method of disclosure is notto be interpreted as reflecting an intention that the claimed inventionrequires more features than are expressly recited in each claim. Rather,as the following claims reflect, inventive aspects lie in less than allfeatures of a single foregoing disclosed embodiment. Thus, the followingclaims are hereby incorporated into this Detailed Description, with eachclaim standing on its own as a separate preferred embodiment of theinvention.

Moreover though the description of the invention has includeddescription of one or more embodiments and certain variations andmodifications, other variations and modifications are within the scopeof the invention, e.g., as may be within the skill and knowledge ofthose skilled in the art, after understanding the present disclosure. Itis intended to obtain rights which include alternative embodiments tothe extent permitted, including alternate, interchangeable and/orequivalent structures, functions, ranges or steps to those claimed,whether or not such alternate, interchangeable and/or equivalentstructures, functions, ranges or steps are disclosed herein, and withoutintending to publicly dedicate any patentable subject matter.

1. A method of a user practicing a communication on a telephony system,comprising: engaging a first computer automated responder interconnectedto the telephony system; engaging a second computer automated responderinterconnected to the telephony system; and providing a tokeninstruction to at least one of the first and second computer automatedresponders; wherein the first and second computer automated respondersdistinguish whether the token instruction is provided by the user or theother of the first and second computer automated responders.
 2. Themethod as claimed in claim 1, further comprising reviewing a practicesession by at least one of (a) listening to a recording of the practicesession, and (b) reading a transcript of the practice session.
 3. Themethod as claimed in claim 2, wherein at least one of the recording andthe transcript is provided by a correlator agent interconnected to thetelephony system, the correlator agent compiling information provided bythe user and the first and second computer automated responders.
 4. Themethod as claimed in claim 1, further comprising receiving instructionfrom a coaching agent, the coaching agent comprising software monitoringat least a portion of the user's interaction with the telephony system.5. The method as claimed in claim 1, further comprising practicingtelephony system features selected from the group consisting ofconference calls, whisper calls, private sub-conference calls, dropping,adding, muting, transferring, forwarding, answering, and holding.
 6. Amethod of a user practicing a communication during a practice session,comprising: engaging at least first and second computer automatedresponders interconnected to a telephony system, at least the first andsecond computer automated responders communicating with a correlatoragent interconnected to the telephony system, the correlator agentcompiling information provided by the user and the first and secondcomputer automated responders; and the correlator agent providing thecompiled information to the user after an end of the practice session.7. The method as claimed in claim 6, further comprising reviewing thecompiled information by listening to a recording of the practicesession.
 8. The method as claimed in claim 6, further comprisingreviewing the compiled information by reading a transcript of thepractice session.
 9. The method as claimed in claim 6, furthercomprising providing a token instruction to at least one of the firstand second computer automated responders, wherein the first and secondcomputer automated responders distinguish between the token instructionprovided by the user, and the same token instruction provided by theother of the first and second computer automated responders.
 10. Themethod as claimed in claim 6, further comprising receiving instructionfrom a coaching agent, the coaching agent comprising software monitoringat least a portion of the user's interaction with the telephony system.11. The method as claimed in claim 6, further comprising practicingtelephony system features selected from the group consisting ofconference calls, whisper calls, private sub-conference calls, dropping,adding, muting, transferring, forwarding, answering, and holding.
 12. Atelephony trainer and exerciser system for allowing a user to practicefeatures of a telephony system, the telephony trainer and exerciseraccessed by the user using an access node interconnected to thetelephony system, the trainer and exerciser system comprising: aplurality of automated responders in communication with the telephonysystem and available for access by the user using the access node; and arecognizer agent for distinguishing between a user command and astatement of at least one of said plurality of automated responders. 13.The telephony trainer and exerciser system of claim 12, wherein the atleast one of said plurality of responders will perform a first functionfor a first token instruction provided by the user, and wherein the atleast one of said plurality of responders will not perform the firstfunction for the same first token instruction provided by at least asecond of said plurality of responders.
 14. The telephony trainer andexerciser system of claim 12, wherein the access node comprises asoftphone on a personal computer.
 15. The telephony trainer andexerciser system of claim 12, wherein the recognizer agent comprisessoftware running on a server interconnected to the telephony system. 16.The telephony trainer and exerciser system of claim 12, wherein the atleast one of said plurality of automated responders and a second theplurality of automated responders are located on different servers. 17.The telephony trainer and exerciser system of claim 12, wherein thedifferent servers are located at different geographic locations.
 18. Thetelephony trainer and exerciser system of claim 12, wherein therecognizer agent comprises software running on computer interconnectedto the telephony system.
 19. The telephony trainer and exerciser systemof claim 12, wherein the access node comprises a phone interconnected tothe telephony system.
 20. The telephony trainer and exerciser system ofclaim 12, further comprising a correlator agent in communication withthe plurality of responders, wherein the correlator agent assembles atranscript of a practice session conducted between the user and at leastone of the plurality of responders.
 21. The telephony trainer andexerciser system of claim 12, further comprising a coaching agent incommunication with the access node of the user, the coaching agentproviding at least a first instruction to the user for using thetelephony system.
 22. The telephony trainer and exerciser system ofclaim 12, wherein the user practices a conference call by contacting atleast two of the plurality of responders.
 23. The telephony trainer andexerciser system of claim 22, wherein the user practices a whisperfunction having a first responder of the plurality of responders conducta whisper call to at least one of the user or second responder of theplurality of responders.
 24. The telephony trainer and exerciser systemof claim 12, wherein the user practices telephony system featuresselected from the group consisting of conference calls, whisper calls,private sub-conference calls, dropping, adding, muting, transferring,forwarding, answering, and holding.